Customer Care Agent at Co-operative Bank of Kenya

  • Full Time
  • Nairobi

Co-operative Bank of Kenya


Job Purpose:

The Customer Care Agent will be responsible for providing and promoting a professional, high-quality frontline customer-focused service by efficiently handling in bound & outbound calls, correspondences at the SACCO, resolving customer queries in a timely manner, cross selling the SACCO products all geared towards increasing the SACCO profitability and upholding world-class service.

Reporting to the HR and Administration Officer.

Job Type: Contract – Two (2) Years

Main Duties and Responsibilities

  • Updates the Member complaints register daily to reflect the nature of the complaint and resolution provided;
  • Respond to Member queries and complaints, through telephone, email, and WhatsApp;
  • Interacting with the Members to provide them with relevant system-related information to address inquiries regarding and or emanating from system-related products and services;
  • Receiving walk-in clients;
  • Resolving product or service-related problems and handling of Member complaints in accordance with the SACCO’s guidelines and policies;
  • Collecting customer information and analyzing customer needs;
  • Doing weekly, monthly, and annual reports to the supervisor regarding customer service;
  • Handling clerical tasks and any other duties that may be assigned from time to time.

Qualifications & Experience

For appointment to this grade, the employee must have;

  • Degree in Public relations, Communication or Business Management from a recognized university.
  • A diploma in cooperative management is an added advantage.
  • Experience working with an ERP Software.
  • Must be able to work in a fast-paced environment.
  • A minimum of two years of progressive working experience in customer service, marketing or administrative function in a related organization (SACCO).
  • Excellent oral communication skills are required to speak effectively and with diplomacy to Members.

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